Director, Wealth Management Experience - Boston, MA, Merrimack, NH Or Smithfield, RI

Fidelity Smithfield , RI 02917

Posted 3 months ago

You are an ambitious leader who is client obsessed and loves working collaboratively with teams to design and deliver outstanding digital client experiences.

The Team

As a squad member, you will collaborate with the squad lead, your squad teammates, and our business partners to develop and continuously improve the digital experiences that support our Wealth Management offering. Our goal is to help millions of Americans to invest towards their goals, develop a holistic plan for retirement, and feel protected in times of need. You will:

  • Lead Wealth Services digital client experience development from ideation and implementation with a balance of critical thinking and tactical execution

  • Identify the needs and challenges for our high-value customers and their advisors through research, business analysis, advisor / partner interviews and client testing

  • Work with marketing, design, content and other subject matter experts to focused on quantifying and effectively communicating the value that Wealth Management is delivering to our clients

  • Partner with research, design and other resources to iteratively develop learning agendas and testing strategies that can create innovative solutions that outpace the competition

  • with a continuous improvement mind-set and commitment to teamwork, apply agile methodology to drive client experience development within the scrum team (e.g.: story writing, backlog refinement, sprint planning, retrospectives, etc.)

  • Think broadly while you will focus on digital experience, it's important that you are able to consider how our unique experience elements and data platforms fit together

  • Demonstrate a commitment to cross-functional / cross-scrum collaboration in an agile, client-centric and fast-paced environment

  • Define and track success metrics to ensure that client satisfaction and business results are achieved

Fidelity is one of the largest providers of investment services in the world. Within Fidelity, the Personal Investing (PI) division is responsible for a number of services that support our clients, such as proactive brokerage accounts, credit cards, cash management services, college saving plans, managed investment solutions, the physical branch network, the customer service teams, and retirement solutions that fall outside of employer-sponsored plans.

The Expertise You Have

  • Wealth Services, Managed Account, Digital, Mobile or Robo Advisor client experience design and development

  • Strong business knowledge of High Net Worth wealth offerings for example, Managed Accounts, PGC, FILI, eMoney and Distribution client service models / practices.

  • Empowered to actively make connections, build relationships, analyze problems and come up with shared solutions across different squads, tribes and domains

  • Ability to work with technology teams and strategically develop mobile-first experiences

  • Ability to work with technology teams using agile methodology, e.g.: story writing, backlog refinement, retrospectives and sprint planning.

  • Comfortable working directly with offshore development team some schedule flexibility required at times

  • Sales or client management experience a plus, e.g.: experience with PI Distribution service models, processes and environment

  • Ability to balance business needs with regulatory requirements; negotiating and gaining agreement with LRC

  • Strong project management skills and driven to own several initiatives at once

  • Able to be persistent in the face of challenges and maintain a positive, can do attitude

  • Bachelor's or equivalent with 10 years of experience

The Skills You Bring

Your ability to deliver customer value and business results on the squad by:

  • Helping the squad achieve specific and measurable KPIs

  • Staying close to the customer, and understanding customer needs

  • Keeping a pulse on emerging financial services trends

  • Synthesizing complex data from multiple, disparate sources and present analysis, relevant insights and themes in a simple/clear way

  • Understanding the needs of advisors as they position solution for our clients and prospects

  • Innovating thinking outside of the box/ beyond traditional financial experiences

Your knowledge as a subject matter expert in the following areas:

  • Application of multi-channel solutions to address consumers' goal-based needs, wants and preferences

  • Driving competitive advantage through superior customer experience and targeted customer communications

  • Eye for business, along with your strategic and analytical skills that allows you to make decisions based on both hard and soft data

  • Understanding of the Agile way of working

  • Fidelity Wealth Services, Distribution and Managed Accounts experience is a plus

Your ability to identify client needs and wants by:

  • Participating in the prioritization of the squad work (in partnership with Squad Leader) to deliver customer value based on an understanding of business subject matter areas and client needs

  • Helping to conduct key customer research and analysis to prioritize squad work

  • Informing client and service associate journey maps, design prototypes and content

Your strength in implementation and measurement of client solutions by:

  • Participating in and leading readiness and roll out activities for clients and Fidelity associates

  • Performing business testing, focused on the overall client and associate experience

  • Developing key squad level KPI metrics to measure the effectiveness of the solution hypotheses

  • Implementing, measuring, and utilizing metrics to aid in identifying improvement opportunities

The Value You Deliver

  • Identifying and creating world-class client experience for Fidelity's high net worth clients

  • Pulling information together across a diverse set of individuals and teams, and articulating the full story across multiple streams of work

  • Defining experimentation agendas and assessing work against KPIs, revenue targets, and scorecards

  • Enabling work across squads to ensure experiences delivered fit together, as a customer experiences them, graduating from one experience to the next in a way that is comfortable and valuable for the customer

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.

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Director, Wealth Management Experience - Boston, MA, Merrimack, NH Or Smithfield, RI